Your client wants more services than time allows. How will you manage their expectations effectively?

Knowing and understanding the request is the most essential as it will determine the difficulty level of the task, how we plan to finish, how long it will take, and the task delegation. That's why it's completely okay to take some time to assess and clarify. We don't have to rush to reply or do the job when we don't know it 100%

Bajo mi experiencia cada cliente tiene sus propias circunstancias y lo que yo llamo ¨dolores". Conocer al cliente y ver posibilidades. Establecer tiempos y fijar límites.

When a client wants more services than we can handle, my approach is to first figure out their top priorities and focus on the things that are most important to them right now and in the future. Then, I'll lay out realistic timelines, explaining any limits that might slow us down. If we can't do everything at once, I'll suggest other ways to get things done in stages. It's all about being flexible and finding ways to make sure they still get what they need without overwhelming anyone.

Gerenciar as expectativas de um cliente que deseja mais serviços exige habilidades de comunicação, planejamento e negociação. E o primeiro passo seria dedicar tempo para ouvi-lo atentamente para entender o que ele precisa realmente, para isso você deve fazer perguntas abertas para entender seus objetivos, expectativas e preocupações. Após a escuta ativa, analise as informações obtidas, identifique os pontos críticos que realmente agregam valor ao cliente e os separe dos menos essenciais assim você poderá ir direto ao ponto principal, poupando seu tempo e satisfazendo as necessidades principais do seu cliente.

When clients request more services than time allows, start by assessing their needs and prioritizing based on value. Communicate time constraints clearly and offer realistic timelines. Suggest alternatives to meet their needs within the available timeframe. Regularly update them on progress and remain flexible to adjust plans as needed. This approach helps manage expectations and maintain a strong client relationship.

The answer almost always can be "yes", anything is possible, however potential impacts need to be discussed with the client regarding the budget to add resources and/or possible issues due to lack of time for iterative quality control measures to be effective. So a risk vs reward conversation needs to happen first with a clear mutual understanding of capabilities and expectations and a way forward laid out. Clients always appreciate honesty vs. over-promised, under-delivered outcomes.

Once we have a clear understanding about the situation, we can establish a timeline for completion that meets both the customer's needs and our operational constraints. Transparency and effective communication will be key in managing expectations and delivering high-quality service, and also it is important gain support of internal team prioritize tasks based on urgency and ensuring a collaborative and successful outcome for all.

Depois de entender claramente as necessidades do cliente, acho essencial definir prioridades juntos. Explicar as restrições de tempo e trabalhar com o cliente para determinar quais serviços são críticos e quais podem ser adiados é fundamental. Na minha experiência, essa abordagem colaborativa não só envolve o cliente no processo de decisão, mas também demonstra meu comprometimento em encontrar a melhor solução possível para ele. Isso ajuda a construir uma relação de confiança e transparência, que considero vital para um trabalho bem-sucedido.

A organização para definir prioridades é essencial diante da tomada de decisões sobre qual problema é de maior urgência e deve ser resolvido primeiro e posteriores, com isso o trabalho é realizado de maneira inteligente e eficaz

Taking a collaborative approach when setting priorities with clients is crucial for establishing a mutual understanding and trust. By clearly explaining the time constraints and involving the client in the decision-making process, they feel valued and assured that their needs will be met effectively. This not only strengthens the client relationship but also signals our dedication to finding the most suitable solution for them. Ultimately, it ensures that critical services are given priority while acknowledging any services that can be deferred, leading to a more efficient and satisfactory outcome for all parties involved.

Communication has proven to be on limiting factor for disagreement between service providers and clients. The communication process should be clear, clean, connected and concise. There should not be any gap left for assumption. Ask for feedback from client in the communication process.

La honestidad es base para tener la confianza del cliente. Saber decir que no siempre aportando un porqué o una solución alternativa.

A comunicação é uma chave importante, para que problemas possam ser resolvidos ou até mesmo a orientação para utilização correta de sistemas e equipamentos o que contribui em casos para resolução da causa raiz dos problemas, sempre tendo os conceitos de honestidade, objetividade, sinceridade para que seu cliente tenha confiança e acredite realmente no que pode ser feito e contribua positivamente em colaborar em seguir as orientações ou aceitar novos equipamentos em alguns casos

Um JBP bem estruturado, com ações detalhadas, prazos factiveis é o primeiro passo para retomada de uma relação comercial sólida.

Keeping a clear line of communication keeps the client abreast of the activities involved in each step of the way. Making huge promises that already prove unrealistic to the client might lead to a lack of trust in your business. Let the client know what you're able to offer them within your power and keep to your word. This builds trust in the long run.

El trabajo en equipo y una batería de ideas puede llevar a cambiar el rumbo incluso acortando los plazos al tomarse en cuenta otra alternativas.

Always offer alternative solutions or phased approaches that align with their priorities and available resources and ensuring they understand when each task or phase will be completed.

É importante oferecer alternativas que atendam as necessidades do cliente sem comprometer a qualidade do serviço, e se o tempo é curto para realizar todas as tarefas, sugira realizar as mais importantes agora e planejar as demais para uma fase posterior. Você pode propor dividir as tarefas em fases ou etapas. Isso permite entregar partes do serviço dentro do prazo, mantendo o cliente satisfeito com o progresso contínuo.

Ya teniendo una comunicación acertiva, y sabiendo cuáles son las necesidades primordiales del cliente, se dan las diferentes opciones que se pueden tomar, analizando y planeando las mismas para dejar satisfecho al cliente y dar una solución óptima.

By collaborating and brainstorming with team, you can find creative solutions that meet the client's needs while also respecting time constraints. Breaking down tasks into smaller steps and considering alternative approaches can help achieve successful results without overwhelming schedules. Communication and working together can lead to innovative strategies that enhance customer satisfaction.

Que el cliente se sienta parte del proceso es importante. Ver como existe un plan y que se cumple no solo sentirá que ha tomado una buena decisión al darnos el proyecto sino también dará valor a nuestro trabajo y empresa.

El seguimiento a las acciones tomadas se debe realizar periódicamente para lograr la satisfacción total del cliente y poder tener una excelente referencia creando un cliente cautivo

1. Assess Needs: Evaluate and prioritize the additional services. 2. Set Realistic Expectations: Communicate workload and time constraints; provide a realistic timeline. 3. Negotiate Priorities: Discuss which tasks can be delayed or deprioritized. 4. Provide Alternative Solutions: Offer interim solutions or phased approaches. 5. Increase Resources: Allocate additional resources or consider outsourcing. 6. Regular Updates: Keep the client informed about progress. 7. Document Agreements: Ensure all agreements are documented and acknowledged.

Follow-up communication is crucial as it greatly influences customers' and creating images of the company and their satisfaction levels. Maintaining regular updates helps to keep clients informed and reinforces our commitment to meeting their needs. This proactive approach also allows us to manage expectations effectively by addressing any changes or adjustments to the timeline or services as needed.

Acompanhar o processo comercial e a comunicação são ações que melhoram os indicadores no atendimento gerando valorização da marca e do profissional de vendas.

Ter a competência em avaliar as prioridades não é tarefa fácil, temos que respeitar as necessidades e a forma de comprar do cliente.

Be open to adjusting priorities and timelines as the project progresses. If the client requests additional services discuss how these changes will impact the original timeline and what can be adjusted to accommodate their needs. Flexibility demonstrates your willingness to collaborate and find solutions that work for both parties.

Ser flexibles es cada vez más importante en estos tiempos tan dinámicos y se ha convertido en una ventaja competitiva para las empresas.

By managing expectations proactively and maintaining open communication throughout the process, you can effectively navigate situations where clients want more services than can be delivered within the available time.

Creo que este punto marca la diferencia cuando quieres entablar una relación sólida con el cliente, tomarte esos minutos de más le confirman que su solicitud es importante para ti y que estás disponible para brindarle el soporte que necesite. Esto se puede hacer sin necesidad de pasar por encima de los procesos o sobre esforzarse y sacrificar tiempo personal. Se trata de ser razonable.

By segmenting customers, businesses can streamline their support processes and workflows. They can develop standardized procedures and protocols for each segment, ensuring consistent and efficient handling of support requests. This streamlining helps reduce response times, improve resolution rates, and enhance overall customer satisfaction.

Lembre que a forma de comprar do cliente varia da necessidade individual e da região. Ser flexível, ouvir e conhecer os limites são ações importantes para o crescimento na carreira do profissional de vendas.

Specifically talking about customers request for additional services, the first step is to assess the additional services being asked by customers frequently. Further, through segmentation within the CS function, you can enable more personalized services without disturbing the Service Levels.

Considerar que el trabajo en equipo de todas las áreas de la empresa en post de mejorar la propuesta de valor al cliente es una necesidad constante para el logro de todos los objetivos organizacionales.

It is important to adopt an attitude of active listening to customer's request or discourse and when time does not permit one to meet up with their requests, it is important to prioritize and always offer alternative to meet their needs. It is also important to critically itemize the consequences of achieving the request due to time constraints. Empathize as much as possible and engage the customer with open ended questions that make them feel special. Lastly, adopt, service recovery strategies that place you ahead of their expectations.